SureSignal V3 will not connect

[Andrew-W]

I have a vodafone SureSignal V3 and it has worked in the past. I have changed ISP and my Suresignal will no longer connect to the Vodafone servers. I have de-registered and re-registered it on the Vodafone website. I have also reset the SureSignal. I have done this several times but all to no avail.

I have contacted ny ISP with the required ports etc (as published by Vodafone) and they assure me that there should not be a problem with my router etc.

Whenever the SureSignal tries to connect it fails.
I can see from the network traffic that it:
Reolves initial-ipsecrouter.vap.vodafone.co.uk
Tries to make a connection to 88.82.13.179
Never recieves a reply

I get the following light sequence

Power - flashing
Internet - off,
In Service - orange,
In Use - orange

Speed test results:
Ping: 11ms
Download speed: 103 Mbps
Upload speed: 107Mbps

Your external IP address:
31.210.27.106

Sure Signal serial number:
42151541168

The results of a traceroute ("tracert 212.183.133.177"):

Tracing route to 212.183.133.177 over a maximum of 30 hops

1 67 ms <1 ms <1 ms 192.168.200.252
2 1 ms <1 ms <1 ms 192.168.0.1
3 1 ms <1 ms <1 ms 31.210.27.65
4 1 ms 1 ms 1 ms 154.59.155.251
5 3 ms 2 ms 2 ms 154.59.155.249
6 7 ms 6 ms 6 ms 192.168.254.18
7 6 ms 6 ms 6 ms port-86-199.nextconnex.net [185.2.199.86]
8 7 ms 8 ms 6 ms xe-8-1-3-741.edge5.london1.level3.net [212.113.8.157]
9 * * * Request timed out.
10 7 ms 7 ms 6 ms vodafone-level3-200g.london1.level3.net [4.68.72.94]
11 7 ms 7 ms 7 ms ae9-xcr1.lnt.cw.net [195.2.24.161]
12 8 ms 7 ms 7 ms ae22-xcr1.lns.cw.net [195.2.30.61]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

[Will]

Hi @Andrew-W

I've just performed a re-sync on your Sure Signal.

Please leave the Sure Signal for 6 hours, and then complete the process by doing a factory reset:

1. Connect device to internet and power supply
2. Press and hold down reset button – located near the internet port
3. Wait for 20 seconds
4. Release the reset button
5. All the LEDs will temporarily switch off for about 10 seconds. The power LED will then light up and remain constant whilst white internet LED flashes continuously.

Let us know if this works

[Andrew-W]

Hi Will,
Thanks for your help.

Unfortunately this did not work.

When the sure Signal re-started white Internet light flashed for a short while, but then it went blank and the In Service and In Use showed orange.

Can you check if my IP address is whitelisted and also check that my Sure Signal has not been de-registered?
I ask this because the Sure Signal has worked in the past, but with a different ISP. My new ISP assures me that the router is configured correctly.

[Mark]

Hi @Andrew-W

I've checked your IP address, this currently isn't added to our Whitelist. I've now requested this to be added for you.

Once it's been added, you'll be able to connect your Sure Signal correctly.

Thanks,

Mark

[shoddybusiness]

And has it been fixed?

[Andrew-W]

Hi,

I think that the VSS is now working!

When I first powered it up I ended up with the following lights

• Power: Flashing
• Internet: Off
• In Service: Off
• In Use: Solid Orange

I then reset it and it is now working as expected.

Many thanks for your assistance in resolving this problem,

Andy

[Tash]

I'm glad to hear that this is now working for you @Andrew-W, thanks for updating us.